By Alan Graner
Losing a customer at the gym
Matt Astifan wrote on Facebook:
So, today I was kicked out of my gym because I refused to pay $2 to replace the plastic keychain they give you to check into the gym when you arrive.
They’re not designed to last forever and all of them will eventually break
It doesn’t bring any value to me, it conveniences the staff that works at the gym
I told the guy he could give it to me free, check me in manually when I arrive, or cancel my membership. He called the owner and they decided to kick me out!
The funniest part was my girlfriend was driving on her way to the gym because I convinced her to join my gym versus a community center by our place.
This is the type of customer experience you should avoid creating. I call it “Being A Bitch”. Never be a bitch to anyone who comes into contact with your business.
Losing a customer at the supermarket
Compare this story with the one above.
A woman in a supermarket checkout objected when the cashier rang up two items.
“Excuse me,” she said, “the price tag said those were two for $1,” she said.
“I’m sorry ma’am, it must have been mislabeled,” he answered. “It rings up at 89 cents each.”
“Let me talk to the manager.”
The cashier called over the manager and explained the problem. He immediately said, “Ring it up two for $1.” Turning to the woman he added, “Sorry for the mistake,” and smiled.
The woman went home happy.
Afterwards the cashier argued he was right and the woman was wring.
“I know,” the manager said. “But the next time that happens, I want you to imaging the customer has ‘$3000’ written on her forehead. That’s the amount of money the average customer spends over a three-year period. Are you willing to risk losing $3,000 for a measly 78 cents?”
The customer may not always be right, but that’s usually the best way to play it if you want to keep her.
What are some of your service stories?
Image: Richard Elzey via Flickr®
Alan Graner is Chief Creative Officer at Daly-Swartz Public Relations, an Orange County, CA business marketing content and distribution firm. For content that makes you stick out from the crowd, email Jeffrey Swartz at firstname.lastname@example.org. Or visit www.dsprel.com.